Case A parent. Meridian Insurance (composite) faces rising cost-to-serve. The board wants a GenAI plan this quarter. The COO sponsors; the CRO fears hallucination, privacy and audit gaps. Knowledge is fragmented; there is no enterprise evaluation framework. This overview states the decision and outcome. Expanded articles cover discovery, solution/commercial design and delivery.

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Situation at a glance

Lens	Finding
Industry	Personal lines + small commercial insurance
Pressure	Cost-to-serve; board GenAI mandate
Sponsorship	COO (economic); CRO (risk)
Readiness	Platforms exist; governed knowledge and eval do not
Trap	Customer-facing chatbot as Phase 1

Decision summary

Pursue with reframe: cut avoidable agent search time and improve consistency with human verification, while building governance for later customer-facing AI.

Not “live chatbot in 90 days.”

Series expand

1. I — Signal, qualify, discover, reframe
2. II — Options, TOM, architecture, case, pitch, negotiate
3. III — Contract, mobilise, measure, expand

SE takeaways (parent level)

• Board heat ≠ licence to skip risk tiering.
• Agent assist with verification is often the correct Horizon-1 move.
• Evaluation and knowledge ownership are deliverables, not deferred debt.